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Customer Experience
Stop churn with intelligent customer experience software
CSG connects billing, payments, service, and behavior data so you can trigger the right message or workflow the moment something changes. Replace one-size-fits-all outreach with orchestrated actions that reduce avoidable calls, improve collections, and protect retention.
Connect the data within your stack
CSG Xponent sits above your existing stack as the decision and orchestration layer. Ingest operational and behavioral signals, apply business rules and AI models, and trigger the right next best action in real time, across channels and outcomes. Connect these systems (and more):
Billing systems
Customer relationship management (CRM)
Contact center platforms
Marketing automation
Service management tools
Solutions
Knowing your customer is table stakes. Acting fast is the advantage.
Orchestrate omnichannel communications from one platform
Manage SMS, RCS, MMS, email, voice, web, and print with centralized controls, approvals, and measurement.
Trigger outreach when a payment fails, a bill changes, or a case status updates
Send proactive updates during outages, service issues, and restoration windows
Personalize content using live account and eligibility data
Apply governance with built-in approvals, auditability, and compliance controls
Tie results to collections, call reduction, churn, and other outcomes that matter
See where journeys stall and what it costs you
Customer journey analytics maps how customers move across billing, onboarding, service, and collections workflows. Use it to prioritize fixes and validate impact.
Identify drop-offs tied to specific steps, channels, or segments
Surface friction that drives repeat contacts and escalations
Drill into individual journeys for root cause, not just averages
Test timing, channel, and messaging changes and measure financial impact
Move from dashboards to decisions your teams can act on
Respond to the customer’s current state, not last week’s report
Build a unified behavioral profile by combining billing, CRM, service, and interaction data into a live customer state that updates with every signal.
Detect intent shifts based on usage, payments, service events, and engagement
Flag churn risk earlier (before it becomes attrition)
Review the behaviors behind the score with customer-level transparency
Trigger personalized actions when the profile changes in real time
Keep outreach consistent across channels so customers don't have to repeat themselves
Coordinate actions across systems and channels automatically
Journey orchestration connects billing, payments, service, and engagement so actions trigger when conditions change and adjust based on response.
Automate payment reminders, service updates, and retention offers based on real events
Adapt timing, channel, and escalation based on customer behavior
Route high-risk situations to agents before churn or write-offs happen
Enforce business rules and compliance at every step
Reduce manual handoffs between teams and tools
Use our experienced consultants to guide your next move
Software executes. Strategy identifies what to fix first. CSG Customer Experience Consulting helps you pinpoint where friction is driving calls, churn, or missed payments, then build a roadmap tied to measurable outcomes.
Analyze voice-of-customer and interaction data to find repeat pain points
Map breakdowns across onboarding, billing, service, and collections
Quantify financial impact before you invest in changes
Optimize what you already own with clear success metrics and governance
Capabilities
Built for enterprise CX teams who need control and proof
CSG Xponent is designed to work with your existing stack while adding a decision layer that supports governance, compliance, and measurable outcomes.
Customer Journey Orchestration (CJO)
Design rule-based and AI-assisted journeys that adjust based on behavior, non-response, and status changes.
Behavioral Customer Profiles
Unify structured and unstructured data into a live customer state your teams can trust.
Omnichannel Engagement
Coordinate consistent conversations across SMS, RCS, MMS, email, IVR, web, and print with centralized controls.
Customer Journey Analytics (CJA)
Pinpoint drop-offs, quantify operational impact, and test improvements tied to financial results.
Deploy without disrupting your stack
Modernizing customer experience shouldn’t require rebuilding your ecosystem.
CSG Xponent works with your existing systems such as billing platforms, CRM, contact center tools, marketing automation, and data infrastructure, without a rip-and-replace approach.
Connect via APIs or leverage 150+ pre-built connectors, including platforms such as Salesforce, Adobe, Genesys, HubSpot, and Marketo
Integrate with your current CRM and marketing systems
Connect billing, service, and operational data securely
Launch high-impact use cases first—then expand
Add channels and workflows without duplicating logic
Scale across teams and regions without re-platforming
Start where you are. Extend when you’re ready.
Industries
Designed for complex customer operations
Different industries have different signals, risks, and regulatory requirements. CSG Xponent helps you orchestrate action across the moments that matter most.
Results tied to revenue, retention, and cost
$27M
in annual savings to the contact center
43%
reduction in calls to the contact center
3x
increase in responsiveness in SMS messages
$30M
annual increase through increased collections
Awards
Recognized for excellence
2026 Gartner® Market Guide™ for Customer Journey Analytics & Orchestration
CSG is recognized as a Leader for real-time decision-making and orchestration capabilities, native support of outbound channels, and the ability to integrate with 150 platforms natively.
QKS Group SPARK Matrix 2025
CSG Named as a Leader in Customer Journey Management
Big Innovation 2024
CSG Xponent is recognized for its robust customer data platform, industry-leading customer journey orchestration, analytics, and proven omnichannel communications and named Best Product in Digital Customer Engagement.
Forrester Wave™ Leader in Customer Journey Orchestration Platforms, Q2 2024
CSG was named a Leader for Customer Journey Orchestration Platform.
Put a decision layer above your CX stack
If you are running billing, CRM, contact center, and marketing systems but still reacting after customers complain, you do not need another tool. You need coordination that turns operational signals into controlled, measurable action.
Frequently asked questions
Related resources
Strategic insights and forward-looking trends to help you stay ahead of shifting customer expectations.
report
2026 State of the Customer Experience
Cut through the noise. Discover how clarity drives CX success in 2026 in this free report from CSG.
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Agentic AI in CX: How We Got Here and What You Need to Know About It
Not long ago, you were reading explainers on generative AI (GenAI) and its potential to transform the way brands deliver experiences.
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Stop Guessing Your Customer Communications Strategy
Discover proven tactics to personalize outreach and win customers' attention.
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CSG Named a Leader in the First Gartner® Magic Quadrant™ for Customer Journey Analytics and Orchestration
We’re proud to share that CSG was recognized as a Leader, reflecting what we believe is our clear approach to market and our hands-on approach to helping organizations deliver in the moments that...